Wherever I go, I’m intensely curious as to how companies empower those staff members who interact with the public. Your frontline staff are your foot soldiers, cheerleaders and rockstars. They’re typically the face of your brand and represent your values. As such, their importance to your organisation is undeniable.

In fact, did you know that if a customer experiences good service, they’ll tell 2-3 people? If they experience bad service, they’ll tell between 8-10 people.

Add to this the rise of social media and consumer review sites, and it’s easy to see how your frontline staff can be the difference between unwavering brand loyalty and a customer who leaves without ever looking back.

By attending my Front Desk Finesse course, I will ensure that your front line workers will be:

• The positive first interaction that the public has with your organisation
• Soft skill superstars in the face of adversity and dissatisfaction
• Able to understand the importance of strengthening skills to maintain composure, be adaptable, be empathetic, and intuitive, use common sense, wit and any other types of emotional intelligence
• Able to read difficult situations and have a toolkit as to how to deal with them
• Practise scenarios with role play in order to perfect behaviours BEFORE they go in front of your customer

The result – front line staff who draw clients towards your business, and keep them there.